XTN-EAE3432 | SERVICE DESK ANALYST

As MECCA opens more stores across Australia and New Zealand, our omnichannel retail presence continues to enable our customers to look and feel their best. We are looking for energetic and motivated Service Desk Analysts who thrive in a fast-paced and FUN retail setting, to support our teams across our Support Centre, Retail Stores and Distribution Centre.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

Ideally you will have previous experience working as a Service Desk Analyst with the ability to provide exceptional end-user support. You will have previous experience troubleshooting issues with laptops, workstations, and other hardware (POS, printers, modems, switches, etc.) and various software products. Retail and/or service industry experience would be beneficial but not essential.

· Strong knowledge of Microsoft operating systems (server and desktop).

· Knowledge of point-of-sale (POS) hardware and software.

· Knowledge of MAC/iOS systems and hardware.

· Knowledge of End User lifecycle (user on & offboarding processes)

· Collaborating with other internal technical teams to ensure prompt issue resolution.

· The ability to quickly prioritise tasks based on impact and urgency.

· Empathy, patience, and excellent phone manner & communication skills.

· Experience writing knowledge base articles / technical documentation.

· Supporting the overall continuous improvements of Service Delivery. · Strong team collaboration skills

· Basic networking knowledge

· Ability to analyze ticket trends and recurring incidents, and escalate them when necessary

· Experience in an IT Support or helpdesk role.

· Strong understanding of Windows/macOS operating systems, network fundamentals (IP, DNS, DHCP) and hardware troubleshooting.

· Experience working with MDM software (JamF, Workspace ONE).

· Excellent communication skills and the ability to work independently.

· Flexibility to work early mornings, late nights and weekends as part of a shift rotation.

· Familiarity with ticketing systems and remote support tools.

· Knowledge of retail IT environments and technology infrastructure.

· Knowledge of Atlassian Tool Suite (JSW, JSM, Confluence, OpsGenie)

· Certifications such as ITIL, CompTIA A+ or equivalent a plus.